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Please vote if you agree: Add products in Case Central for SKY Developer Cohort

Eric Eskildsen

Hi all, I added an idea for the SKY Developer Cohort environment in Case Central:

https://blackbaud-developer.ideas.aha.io/ideas/API-I-625

Please vote if you agree!

The gist of it is that right now, Online Giving is the only option available in Case Central for SKY Developer Cohort (https://host.nxt.blackbaud.com/support-case-central/?svcid=support&leid=p-gVqr_yOSkUqsEKtm-ZpJnA). That means all tickets have to be opened as if they pertain to Online Giving.

That's been causing confusion and routing issues for support agents. Even if it's explained in the initial messages that the ticket is for a different product, not Online Giving, there’s still back and forth with new tickets. There are more details in the idea, linked above.

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Eric Eskildsen

Tagging some others just in case anyone else is running into this….

@Brijesh Dhanani @Nick Marchese @Ruben Perez

Nick Marchese

YEEEESSSSS!!!

Erik Leaver

@Eric Eskildsen - You should not be allowed to enter a support case connected to the SKY Developer Cohort. That is a free test environment which has no support entitlements.

Pathways for support should be through your own org, partner channel or customer you are working with.

Eric Eskildsen

Hi Erik, ah, I heard last year that that was Todd's preferred way if it's not for a certain customer. I'm sorry if I was messing things up. Is there a way to open one that's a general API issue?

Erik Leaver

@Eric Eskildsen - APIs are owned by the product they are tied to so that's the general pathway. You can always raise your issue in the community & I can help with routing if the pathway isn't clear.

Eric Eskildsen

Thanks @Erik Leaver - what happened is, I used to report them here. Then last year, I heard it was better to go through Case Central for SKY Developer Cohort. So I switched to there. I will switch back to here.

I should add that earlier I said that I heard that @Todd DeSchuiteneer's preferred way was through Case Central for the Dev Cohort. I should add that I did NOT hear that directly from Todd himself. So, Todd, I apologize for bringing your name into the mix without explaining where exactly that came from.

Erik Leaver

@Eric Eskildsen - we absolutely want cases to be reported to support rather than tagging staff in community. But just not on the SKY Developer Cohort environment.

I'm always happy to help with cases that are created as sometimes it's tricky for support to understand if the issue is a bug or a general API question.

Eric Eskildsen

@Erik Leaver That's been part of the issue. Posting here or using Dev Cohort Case Central have been my only ways to get in touch with support.

When I started posting here a few years ago, the suggestion was to use support chat. The thought was that I should have access, but I would just get an empty chat dialog. Then I was added to the Dev Cohort environment, and that worked.

I agree that tagging staff here is not ideal. I know L1 is there for a reason and there is PTO and on-call scheduling etc. And I know Todd, you, and Stephen are WAY overqualified to be fielding the things I submit here.

I would love if there were some way for me to keep in touch with support directly. Many of the tickets I open do turn out to be for global Blackbaud bugs rather than issues with individual schools.

Examples … these are confirmed Blackbaud bugs that I reported. None was for an individual school. All of these were global bugs affecting all schools.

Most of these led to Blackbaud implementing fixes. In many cases my reports seem to have been the first reports for those issues based on communications from @Todd DeSchuiteneer and team with me, and the fixes were on the basis of that.

OneRoster /users endpoint returns 0 users (an empty array) for multiple schools: Blackbaud bug, confirmed in 9/12/2023 email from Todd to Eric. Affected all schools.
/users/extended returns multiple records with same ID: Blackbaud bug, confirmed in 8/7/2024 direct message from Jared to Eric. Affected all schools.
Employment department descriptions aren't department names anymore: Blackbaud bug, confirmed in 8/27/2024 comment from Todd to Eric. Affected all schools.
/users/enrollments missing "next_link": Blackbaud bug, confirmed in 9/17/2024 comment from Stephen to Eric. Affected all schools.
OneRoster: Can't update line item category: Blackbaud bug, confirmed in 11/5/2024 email from Todd to Eric. Affected all schools.
Multiple SKY endpoints: 503 "no healthy upstream" errors: Blackbaud bug, confirmed in 11/21/2024 email from Todd to Eric. Affected all schools.
Empty community group rosters: Blackbaud bug, confirmed in 12/11/2024 comment from Todd to Eric. Affected all schools.
Bug - All grade_levels have ID 0 - SKY /school/v1/users/employment: Blackbaud bug, confirmed in 1/24/2025 comment from Todd to Eric. Affected all schools.
Emergency contacts - /school/v1/users/emergencycontacts/changed: Blackbaud bug, confirmed in 3/4/2025 email from Todd to Eric. Affected all schools.
Athletics rosters are inconsistent: Blackbaud bug, confirmed in 3/11/2025 comment from Todd to Eric. Affected all schools.
Urgent issue - Course data suddenly gone from /oneroster/v1p1/classes: Blackbaud bug, confirmed in 4/8/2025 comment from Todd to Eric. Affected all schools.
Emergency contacts endpoint returns inactive emergency contacts: Blackbaud bug, confirmed in 4/14/2025 comment from Todd to Eric. Affected all schools.
Bug - Due Date Outside Grading Period - OneRoster: Blackbaud bug, confirmed in 1/29/2026 comment from Crystal to Eric. Affected all schools.

They drop off in mid 2025 as I switched to Dev Cohort Case Central. It looks like my access to that was removed today, so I don't know what other bug reports are there.

That's how I've used support and would plan to use them. I try to avoid getting in touch with them for minor issues. I'm sure I've submitted my share of "ID10T" errors too. But I try to avoid going to them unless it looks like a true bug. I typically test with multiple schools when possible before going in. Then I've confirmed that I'm not just doing something dumb (a feeling not wholly unfamiliar to me) and Blackbaud gets a good bug report.

I've felt that it's been a mutually beneficial thing. Blackbaud has been getting these free bug reports from me, and the fixes keep my integrations running. If there is any way we can keep that going, I will do my best to make it happen.

Erik Leaver

@Eric Eskildsen - You have run into an area that's a challenge for sure. Companies that are Partners have access to support resources. Customers also have access to support resources.

But 3rd party developers that are not in the partner program or are not working through a customer do not have a pathway for support.

I hear what you are saying about bugs & I'll see what might be available for bug reporting from 3rd party developers who are not partners or connected with a customer.

This has been a long running issue & impacted by technical decisions we made in creating the Cohort. But it was never intended as a pathway for support — it was designed to give developers a sandbox for testing to avoid the expense of a separate test environment.

Eric Eskildsen

Thanks @Erik Leaver, that makes sense. I'm definitely open to becoming a partner. There are some program terms that I've been trying to work out with the team or I'd already have signed on. But I'm hoping to make it happen.

I understand there are limitations in the meantime. Losing Q&A-style support would be okay. I think most of my submissions to support have been for suspected bugs, but I've also submitted some functionality questions in the past. I can stop doing that.

Some way to submit bug reports would be excellent. That's the main thing for me. It could even be a discussion board here if that's better than contacting support directly. Maybe that would solve the "tagging staff" issue, a dedicated board for reports instead of devs tagging staff in the main SKY board. I don't know, just thinking of options.

Thanks for your time and the info on this.

Nick Marchese

Hey @Erik Leaver. I'm with @Eric Eskildsen that all of this makes a ton of sense and can see the logic behind it all. AAAAAND now that my Case Central also got removed, I would be worried about those "open tickets" that I had out there and whether those will be lost or now need to be documented in some way. Like @Eric Eskildsen they aren't 1 school-specific things, but rather "X endpoint is not returning any data." Happy to recreate those as separate Community Tickets for Stephen, you, and Todd, but would love any direction moving forward on those. Appreciate this entire team.

Erik Leaver

@Nick Marchese - I'll figure out a way to pick up the current cases & keep them moving forward. Appreciate the discussion & look forward to working with you all on a better solution.